I’m a Shopify Partner and app developer looking for help navigating what appears to be a stalled internal process.
On January 9th, I submitted a formal report through the “Report a Partner Violation” form regarding a 1-star review on my app listing that contains explicit profanity (multiple instances) and demonstrably false claims about data loss. My app has a 4.9 rating across 221 reviews – this isn’t a pattern issue, it’s a single abusive review that clearly violates Shopify’s Acceptable Use Policy and Partner Agreement Section C.2.1.
Here’s where it gets stuck: the standard “Report this review” button is missing from my Partner Dashboard for this specific review due to what appears to be a UI bug related to the merchant’s store status. So the formal report form was my only option.
It’s now been 11+ weeks. The review with active profanity is still live on my public listing. I’ve contacted support three times:
-
Agent 1 validated the issue and was looking up SOPs when the chat disconnected
-
Agent 2 acknowledged the January 9th submission but declined to escalate, advising me to “wait”
-
Agent 3 replied with a boilerplate template suggesting I “continue to monitor my Partner Dashboard”
I’ve done everything through proper channels. I’m not asking for a favorable review outcome – I’m asking for the report to actually be reviewed by the Partner Governance team. The fact that explicit profanity has been hosted on a public Shopify App Store page for nearly three months feels like a process failure, not a policy decision.
If any Shopify staff or Partner Managers can help route this to the right team, I’m happy to share the specific review link and all ticket references privately.
Thank you.